C L I E N T
Business Messaging Outcomes
R O L E
Product Designer
T E A M
Services Booking Team
Product Design Manager
Product Manager
UX Researcher
Engineer
Solutions Lead / Paige Cameron
Project Manager / Jenny Yau
Remote Video Consultations
O B J E C T I V E
Consultations are a common use case for Services appointment booking, and an important part of the sales funnel for small businesses. We want to add a video consultation functionality seamlessly into the in-app booking tool and create awareness for customers that this functionality exists. The aim is to increase in-app bookings as well as adoption of the booking tool by businesses interested in remote consultations.
A P P R O A C H
By adding a simple indication of a video into the existing booking flow, incorporating some logic to the confirmed appointment, and utilizing a video call experience, we made it easy for a customer to join a consultation remotely. Prototypes were used for testing in the US, Mexico and the Phillipines.
DISCOVERY
CONSIDERATIONS
How Might We
Leverage current tools and patterns
to introduce a video functionality
How Might We
Work around technical limitations to adding a video to an appointment to increase bookings
How Might We
Make a video indication clear when booking a service
USER FLOW: CONSUMER
Goal: A customer is requesting a video consultation and receives a confirmation to join a video appointment
CONCEPT ITERATIONS
Video icon indication
Categorized services
Video link
DESIGN PRINCIPLES
1
Discoverable
Easily identify a service that offers a video consultation amongst the other available services
2
Contextual
Provide enough information progressively for a customer to understand what action to take while booking an appointment and joining a video consultation
3
Scalable
Utilize patterns and affordances that can scale across the product beyond the booking flow
4
Ease of use
Make it easy for customers to quickly book and seamlessly join a video consultation
DESIGN DECISIONS
Appointment request
'Video' text indication that can scale with any other metadata
CTA mentioning 'Video' so the appointment type is reinforced
Message attachment mentioning 'Video' for consistency, and title truncated after 3 lines
Appointment confirmation
Video call link and activation details added to provide clarity, with the ability to easily copy link for sharing
'Add to Calendar' CTA that helps to integrate the appointment with preferred calendar
Pre-populated message added to the Google Calendar event
Join video consultation
A banner reminder is pinned to the header after the appointment is confirmed. It gets updated with a CTA that acts as an entrypoint to join the call on the day of appointment.
LOCALIZATION
Key learnings on translating content for user-testing
-
Consider audience demographics in the relevant city and adjust costs according to their currency
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Simplify content where possible, e.g. not all regions understand timezones and their acronyms
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Use the more concise translation or truncate copy
Español de México
Tagalog
